ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. Lynn Hunsaker.

CRM 59

CRM CEM Non-Profits Customer Experience 59

ClearAction

AUGUST 22, 2020

Thriving in Customer Experience on a Tight Budget Lynn Hunsaker. Customer experience management on a tight budget can still achieve great progress. You can make a vital impact even when customers are experiencing difficulties and use of technologies must be scaled back. Voice-of-Customer Almost-Free.

Customer Experience 77

Customer Experience Non-Profits Gambling Innovation 77

ClearAction

FEBRUARY 4, 2020

Growth Through Customer Experience Momentum Lynn Hunsaker. Customer experience momentum foreshadows growth. As customers are the source of budgets, salaries and dividends, their predisposition toward your brand is a precursor to progress in profits and top-line proceeds. Operationalize Customer Experience.

Customer Experience 62

Customer Experience Non-Profits Key Driver Analysis CX 62

ClearAction

JANUARY 20, 2020

2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

CXM 90

CXM Non-Profits Close the Loop CX 90

Fonolo

MARCH 6, 2019

When I first stepped foot into the Fonolo office nearly a year ago, I was also knowingly dipping my toes into the customer service ecology. This Canadian customer experience-obsessed organization is a vibrant and integral part of the North American CS and CX verticals. 6 Must-Read Customer Experience Trends in 2019.

Customer Service 102

Customer Service Contact Center Education Non-Profits 102

ClearAction

DECEMBER 31, 2017

What is Customer Experience Improvement? That’s really the goal of customer experience management, whereas recommendations, high survey scores, repeat purchases, and so forth are all means to this end. It’s all about longer, more profitable relationships between your company and your customers.

Customer Experience 54

Customer Experience VOC Non-Profits Customer Experience Management 54

Beyond Philosophy

JUNE 1, 2015

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? And, what is the impact of loyalty programs on enterprise profitability? This, as they see it, may be indicative of hope among companies with programs that long-term customer value can be generated.

Non-Profits 84

Non-Profits Retail Entertainment Sales 84

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B CXM Customer Experience 62

ClearAction

SEPTEMBER 27, 2018

Likewise, customer-centered business is likely to sustain organic growth, whereas non-customer-centered business requires a lot of costly and unpleasant “Band-Aids^®” and may eventually cease to exist. Click the links to see more detailed advice for each of these keys.

Business Growth 74

Business Growth Non-Profits Sports Innovation 74

ClearAction

APRIL 17, 2019

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. Customer-centered management is straightforward business sense. “A

Non-Profits 69

Non-Profits Customer Experience Management Start-ups Gaming 69

Comm100

DECEMBER 12, 2017

But in order to get customer loyalty in the first place, you need to closely manage customer experience quality. Quality management means proactively improving the customer experience by researching the ‘why’ and ‘how’ of the customer journey. Customer retention. Acquiring new customers.

Customer Experience 60

Customer Experience Net Promoter Score Non-Profits Start-ups 60

SurveySensum

DECEMBER 18, 2024

NPS goes beyond numbers – its a tool that helps businesses identify areas of improvement, enhance customer experience, and drive long-term success. For example, NPS email surveys usually get high responses since customers find them to be non-intrusive. So, lets understand how it is measured.

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

Beyond Philosophy

SEPTEMBER 5, 2024

Listen to the podcast: We often talk about empathy regarding Customer Experience Management. Today, we examine whether empathy is over-hyped and what it could do for your experience management efforts. Restaurants managed by people with emotional intelligence have grown their profitability by 22% annually.

Non-Profits 78

Non-Profits Education AI Customer Experience Management 78

Comm100

AUGUST 1, 2018

The picks on this month’s series of best CX Posts cover a wide variety of topics focused mostly on the future of customer experience and the trends that are shaking up the industry. The executives are expected to deliver long-term solutions to improve customer experiences.

Customer Experience 49

Customer Experience Social Media Non-Profits Start-ups 49

Customer Experience Matrix

MAY 7, 2007

The precise relationship between LTV and conventional measures such as profit and cash flow is this: profit and cash flows are constraints, while LTV is what you optimize. The Times article mentions companies giving their phones to employees; this might easily be extended to favored customers and suppliers.

Non-Profits 48

Non-Profits Customer Experience Management Customer Relationship Customer Experience 48

Customer Experience Matrix

OCTOBER 24, 2006

One of the bedrock propositions of Client X Client’s approach to Customer Experience Management is that ALL business decisions should be measured by their impact on customer lifetime value. A detailed assessment of impact on customer value yields insights into non-customer-facing decisions that are otherwise unavailable.

Non-Profits 48

Non-Profits Sales Customer Experience Management Customer Experience 48

Customer Experience Matrix

NOVEMBER 9, 2006

. - expand into related Web functions, such as offer targeting, in-site search, content management, search engine marketing, and campaign analysis. expand into non-Web areas, in particular multi-channel customer analytics. There may also be a sizeable segment of customers who want only a bare-bones, stand-alone solution.

Non-Profits 48

Non-Profits Engineering Customer Experience Management Sales 48

SurveySensum

FEBRUARY 4, 2025

With data privacy and customer trust taking the front seat, choosing top GDPR-compliant survey platforms has become more than nice to have. In fact, according to research, companies that focus on customer expectations not only grow significantly faster but are 60% more profitable. Lets take a look at them.

Compliance 52

Compliance Start-ups Healthcare AI 52

ClearAction

SEPTEMBER 22, 2022

CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience. This is true for customer experience, employee experience, and partner experience management.

CX 62

CX Sports Non-Profits Touchpoint 62

Customer Experience Matrix

OCTOBER 11, 2006

The Vtrenz series is long for this sort of thing: three 16-page papers, one each on nurturing, growing and retaining customers. Presentation is largely non-commercial, except that final question in each audit is whether you have evaluated Vtrenz’ product. purchase activities in the Customer Experience Matrix.

Non-Profits 48

Non-Profits CRM Customer Relationship Management Sales 48

Qualtrics

FEBRUARY 26, 2019

But this approach is about more than just your financial bottom line, it can improve nearly every facet of your business, especially the Customer Experience. As the purveyor of all things data, they know how to incorporate insights and analysis in innovative ways to drive customer loyalty. Customer Experience Visionaries.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37

SurveySensum

JUNE 6, 2024

The objective is basically to extract actionable insights, take action in time, and boost the overall customer experience while driving the CX-driven ROI. It is widely used by businesses, academic institutions, non-profit organizations, and individuals to gather feedback, conduct research, and collect data on various topics.

Non-Profits 52

Non-Profits Actionable Insights Start-ups Text Analytics 52

SurveySensum

SEPTEMBER 24, 2024

While Numr is a great customer feedback tool , it lacks certain important features and settings, stopping you from achieving the success you are looking for. Numr is a customer experience management tool that enables businesses to predict customer’s actions by gathering and analyzing insights from surveys.

Sentiment Analysis 52

Sentiment Analysis Actionable Insights Touchpoint Non-Profits 52

Confirmit

SEPTEMBER 18, 2019

You’re probably aware of CX Day by now, but if you’re not, it is the brainchild of the Customer Experience Professionals Association ( CXPA ), a global non-profit organization specializing in the advancement and cultivation of the customer experience profession. A win/win for all concerned.

CX 40

CX Non-Profits Education Voice of the Customer 40

CX Journey

SEPTEMBER 1, 2016

CX Day is a celebration of customer experience professionals, those folks who work tirelessly to design and deliver a great customer experience to their customers. This day is meant to not only highlight the profession but also to continue to raise awareness of the importance of the customer experience.

CX 37

CX Non-Profits Customer Experience Management Customer Experience 37

Lumoa

JUNE 22, 2021

About this episode In this episode, we are joined by Merete Medle, Customer Experience Manager at ICE Norway. We talk about democratizing customer experience in organizations and the importance of being able to offer diverse experiences. Should everybody care about customer experience?

CX 78

CX Start-ups Customer Experience NPS 78

SurveySensum

SEPTEMBER 12, 2023

After a successful campaign launch, he was promptly presented with an in-app survey asking, “How was your experience with our software today?” On the other hand, Robin, another acquaintance of mine, also prioritizes customer experience management. He employs a different feedback platform for the same purpose.

Non-Profits 52

Non-Profits Touchpoint Customer Feedback Actionable Insights 52

SurveySensum

JULY 2, 2023

If you keep your customers satisfied, they will keep coming back to you and can even refer you to others. And according to HubSpot , customer-centric organizations that focus more on satisfaction are 60% more profitable than others. So, how are you measuring the satisfaction level of your customers?

Customer Satisfaction 52

Customer Satisfaction Social Media Text Analytics Actionable Insights 52

Callminer

MAY 11, 2020

Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Show them they are respected, loved, and needed.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

eglobalis

SEPTEMBER 30, 2017

Die CXPA hilft Customer-Experience (CX)-Spezialisten, das Customer-Experience-Management zu einem festen Bestandteil der Unternehmensausrichtung zu machen und Transformation über die gesamte Unternehmung hinweg einzubetten. Certified Customer Experience CCXP Zertifikations -Programm.

CEM 161

CEM Non-Profits E-commerce Customer Experience 161

PeopleMetrics

APRIL 28, 2015

Squeezed profit margins, declining fee income, the need to invest in ever advancing mobile and ATM technology, branch upgrades, and comply with new regulations all contributed to their demise. In 2014, the most likely reason a customer is in the branch is to resolve an issue. Wows and Woes Study.

Customer Experience 79

Customer Experience Non-Profits Voice of the Customer Innovation 79

CX Journey

FEBRUARY 27, 2015

Is your company committing the 7 Deadly Sins of customer experience? Of course, as I ran down the list and explained them (in a PG kind of way), I pondered sins of the customer experience. I''ll take a broader stroke in this post and look at customer experience management overall. Yes, probably.

Customer Experience 86

Customer Experience Government Non-Profits Close the Loop 86

Customer Bliss

NOVEMBER 1, 2016

Certified and accredited executive coach for senior leaders and managers in large and mid-size companies as well as non-profit organizations. What are the key elements of customer experience in this specific role? The Scope of Brenda’s role. Brenda’s role was initially defined by an operating committee.

Social Media 47

Social Media Non-Profits Construction Social Listening 47

SurveySensum

MARCH 17, 2025

QuestionPro: Limited Features in the Basic Plan The availability of advanced features like specific survey question types and in-depth analytics tools exclusively in premium plans can make QuestionPro cost-prohibitive for organizations with limited budgets, such as smaller companies, startups, and non-profits.

CX 52

CX Close the Loop Text Analytics Actionable Insights 52

ClearAction

AUGUST 13, 2019

CEO’s Guide to Growth through Customer Experience Alignment Lynn Hunsaker. Organizational agility — to profitably seize evolving opportunities and allay emerging threats — depends upon managers aligning daily decisions with core customers’ expectations and your corporate strategy. Core Customers Clarity.

Customer Experience 48

Customer Experience Non-Profits Customer Journey Map Customer Expectations 48